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2 minutes readWhat to do if the flight is delayed and the client is late for hotel check-in?
The client’s actions
The first thing the client should do is to inform you about the flight delay. Strangely enough, not everybody understands that they should immediately inform the travel agent of any unexpected situations; hence we highlight this point in advance.
Your actions
After the client tells you they are running late due to the flight’s cancellation or delay you should contact the RateHawk.com client support team. Our staff will quickly contact the hotel and warn them that the client will be late.
Why warn the hotel if the client has already booked and paid for the room?
When the guest doesn’t arrive on the date specified, the hotel waits for them until midnight or perhaps three a.m.. Unfortunately, the hotel never shows anywhere until what exact time they are ready to wait for the client, but that may be to our advantage: there is the opportunity to agree on special terms for that client. This is why it’s important to tell us that the client is late and trust RateHawk.com staff with resolving the issue.
Entrust the job to our team
If you speak English and want to manage the situation personally then you may contact the hotel’s welcome and accommodation service directly. However, it’s better to entrust the job to our team.
Even if the room has been paid for the hotel won’t wait for the client to arrive throughout the accommodation period — they might cancel the booking, and then the room will be available for sale. In that situation, we will need to find an alternative.
The client’s actions
Inform you about the approximate length of delay to arrival.
Your actions
Contact theRateHawk.com support team to tell us how long the client will be delayed. Our staff will check the maximum waiting time with the hotel and let you know. If there is a risk that the client won’t arrive on time, our specialists will start to look for alternative accommodation.
Can money spent on days that were lost from the booking be refunded?
The flight was delayed, the client eventually got to the hotel, but instead of five nights they end up spending four and now want a refund for the lost night. Unfortunately, it’s very rare for hotels to reduce the bill, as in this case the delay is the airline’s responsibility.
Your actions
Contact the RateHawk.com support team to tell us that the client wants to reduce the bill and to check the hotel’s policy for such cases.
Each scenario of a flight delay or cancellation is different and may develop in a quite unpredictable direction. The sooner the client lets you know they will be late, the easier it is to resolve the issue to their satisfaction. Call us at any time — the RateHawk.com support team works 24/7, and our staff speak several languages. That way, no force-majeure will ruin your client’s holiday.
